Hi, I'm James - Head of Customer Success at hx.

Customer Success at hx is about much more than account management. We work with some of the world's largest insurers to make sure hx is driving real outcomes across pricing, underwriting and portfolio strategy.

Earlier this year, we hired Corey as our first Enterprise CSM in the US. We're now hiring our second and third CSMs in the market, joining a US team of 17 people and helping us build the next stage of Customer Success in one of hx's most important growth markets.

These roles will work closely with some of our largest customer accounts, building trusted relationships with senior insurance stakeholders, driving adoption, managing renewals and helping turn customer insight into better product, delivery and commercial decisions.

It's a great opportunity for someone who enjoys complex enterprise relationships, wants real ownership, and is excited to help shape how Customer Success scales in the US.

What you'll be doing

• Act as a strategic partner to a portfolio of complex US enterprise insurance customers, aligning underwriting and pricing objectives to hx's AI-powered platform to drive sustained adoption and measurable business outcomes.
• Own account health and commercial performance end-to-end, including renewals, expansion identification, and proactive risk management to deliver strong GRR and NRR across your portfolio.
• Forecast and deliver against core Customer Success metrics, regularly inspecting pipeline, renewal likelihood, and expansion signals to support predictable regional revenue outcomes.
• Lead high-impact customer engagements such as QBRs, executive workshops, and value assessments that demonstrate ROI, reinforce hx's strategic value, and deepen executive-level relationships.
• Capture structured customer feedback and performance insights, translating them into clear recommendations that influence product roadmap decisions and operational improvements.
• Partner cross-functionally with Sales, Product, Delivery, and Business Value Consulting, leveraging AI-enabled tools and workflows to unblock issues, improve efficiency, and enhance customer outcomes.

What you'll need to have done

• Managed and grown complex enterprise SaaS accounts, driving measurable customer outcomes, strong platform adoption, and consistent renewal performance across a portfolio.
• Executed proactive renewal and expansion strategies that contributed to high net revenue retention, with clear ownership of commercial outcomes and account health.
• Led senior executive customer interactions including QBRs, value reviews, or strategic workshops that influenced decision-making and strengthened long-term partnerships.
• Worked cross-functionally with Sales, Product, and Delivery teams to resolve complex customer challenges and deliver aligned success plans in ambiguous environments.
• Demonstrated strong commercial and analytical acumen, including understanding value drivers, renewal dynamics, forecasting, and metrics-driven decision-making.
• Adopted AI-enabled tools or workflows to improve productivity, customer insight, or operational efficiency, showing curiosity and willingness to experiment with emerging technologies that drive impact.

You're unlikely to thrive here if

• You prefer transactional, short-cycle customer interactions over building long-term, strategic partnerships with senior stakeholders.
• You avoid ambiguity or complex problem-solving and rely heavily on predefined playbooks rather than first-principles thinking.
• You are uncomfortable being accountable for renewals, expansion, and customer outcomes in high-impact enterprise accounts.

Compensation

Salary Range: $141,750 - $157,500

Bonus/Variable: $28,350 - $31,500

The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience etc.

Equity: We offer equity across all roles at hx, making it a significant component of total compensation. Your talent partner will be able to share more details about this.

Benefits

• $6000 training and conference budget for individual and group development.
• Full medical, dental, vision package to fit your needs
• Mental health support via Spring Health and Rula
• Access to One Medical
• Flexible vacation policy; work hard and take time when you need it
• Pet discount plans, retirement plan (401K), and discount programs available to employees

Additional perks

• Top-spec equipment (laptop, screens, adjustable desks, etc.).
• Regular remote and in-person hackathons, lunch and learns, socials, and game nights.
• Team breakfasts and lunches, snacks, drinks fridge, and a fun office at our WeWork office space.
• Exceptional opportunities for personal development and growth as we build something remarkable together.

Interview process

Talent Partner Screen - 30 minutes

Hiring Manager Interview - 1 hour

Skills Assessment - 1 hour

Values Interview - 1 hour

We offer!

Next steps

If this opportunity resonates with you, we encourage you to apply or share it with your connections! Our dedicated talent team reviews all applications, and we promise to provide feedback regardless of the outcome.

For more information about applying and to view other opportunities, you can visit our careers page.

{{Base: Salary Range: $141,750 - $157,500 with a commission variable of 20%. Equity: We offer equity across all roles at hx, making it a significant component of total compensation. Your talent partner will be able to share more details about this.}}